Senior Customer Service Agent - SCM

Job Description

Customer Experience includes roles that provide services to customers once they are onboarded in the Maersk environment. Activities may include the following (but are not limited to):
- Customer channel management
- Case Management
- Customer onboarding and relationship management
- Contract and dispute management
- and more.

Professional stream includes those who are individual contributors with main emphasis on applying technical/discipline knowledge rather than managing people to achieve results – although coaching/mentoring less experienced staff, informal supervisory responsibilities, or overseeing work of other lower level professionals or manage processes and program are common.

Individual work ranges from setting objectives and delivering on own work responsibilities to being a leading expert within a given field and influencing long term tactical decisions of the organization.

Progression within this stream reflects increasing depth of professional knowledge, project management capability, and the ability to influence others.
A colleague at this level works independently within defined boundaries and guidelines in a specific area but will need supervision and support on more complex tasks. Knowledge is required for the application of practical methods and techniques, work procedures and processes.

Solutioning is through a choice between known alternatives, within the area of expertise and the leader will evaluate the appropriateness and effectiveness of the solution.
The job requires previous work experience in a related area, or practical knowledge obtained via advanced education.

Leaders at this level manage employees day-to-day and set priorities to ensure task completion.

Job Requirements

A. Mindset & Behavioral Competencies

• Strategic & Proactive Initiative: Ability to identify issues and areas for improvement from a holistic (bird’s-eye) perspective and take proactive action through appropriate organizational channels.

• Collaborative Leadership: Strong aptitude for teamwork with the capability to take a leading role in driving problem-solving initiatives among colleagues and stakeholders.

• Adaptive Thinking: A flexible mindset with the ability to analyze diverse situations and pursue creative, effective solutions.

• Tech-Adaptability: A strong drive and willingness to continuously learn and master internal systems and digital platforms.

B. Experience & Background

• Logistics Operations: At least 3+ years of practical experience in end-to-end ocean freight forwarding and arrangements. (Experience in air freight is considered for reference/as a plus.)

• High-Level Customer Engagement: Minimum 1 year of experience in customer-facing roles, including hosting/leading proposal-based meetings and problem-solving sessions (both in-person and virtual).

• Cross-Functional Coordination: Proven experience working in organizations that require seamless collaboration across multiple departments.

• Team-Based Experience: Experience working in a professional group or section consisting of 4 or more members.

C. Technical Skills & Proficiency

• Microsoft 365 Mastery: Proficient in fundamental operations of Microsoft 365 applications (Outlook, SharePoint, Teams, Excel, Word, and PowerPoint).

• Digital Literacy: Basic proficiency in PC filing systems and electronic document management.

• Linguistic Capability: Business-level English proficiency in Reading, Writing, and Listening. (Conversational speaking skills are highly preferred.)

• DX Awareness: Basic knowledge of Digital Transformation (DX) trends, including web-based tools and AI applications. Practical experience in these areas is a strong advantage.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.